Premium account – Unable to reset master password – Recovery flow fails

zentuszpro

Hi,

I am a Premium user and I’ve lost my master password.

I still have full access to my vault from the LastPass app on iOS via Face ID, and I have account recovery enabled.

However, the reset process via the official recovery page always fails, showing an error message as soon as I enter my email.

I tried every step listed in the support documentation, including:

– One-time password recovery

– Mobile account recovery

– Support chatbot

– Request Help Logging In form (returns a system error)

I also tried contacting support via email, but I only receive automatic replies and none of the addresses work.

Please escalate this issue – I can prove ownership of the account and have already collected all relevant info (billing, IP, vault content, screenshots).

Can someone from LastPass Support help me reset my master password or escalate my case?

LastPass Support

@User17432325194091338989

I'm sorry about the recent lockout.

In short, you still need to log in with the account password regularly for any of the recovery methods to function. In your case, you were 'unlocking' the 'trusted' LastPass app on your mobile device, but this did not take the place of the account password. When LastPass was logged out, there were no available recovery passwords due to the length of time / cleared cache since your last successful login.

If you choose to reset your vault or recreate the account, it's a good idea to set up all available recovery options for this login.